
State of Contact Center Report 2023
Data-backed insights unveil the changing role of contact centers.
In 2022, contact center agents struggled to meet customer expectations. In 2023, contact centers should forge a new identity.
01
Wait Times that were accepted before will not work anymore! Abandonment Rates have trebled from 2019 to 2022 revealing an increasing impatience amongst callers. Contact centers need to level up and provide faster responses than ever before.Â
AVERAGE TIME IN QUEUE, 2019
In 2019, callers spent an average of 79 seconds
waiting for an agent to answer their call
ABANDONMENT RATE, 2019
In 2019, 12% callers abandoned calls
while waiting in queue
AVERAGE TIME IN QUEUE, 2022
In 2022, callers spent an average of 56 seconds
waiting for an agent to answer their call
ABANDONMENT RATE, 2022
In 2022, 34% callers abandoned calls while waiting in queue
For businesses that have heavily invested in their on-premise systems, enabling business continuity, and adding new digital & self-serve channels can be challenging. Learn how Legacy PBX can quickly Add Cloud abilities to their Call Center
02
In 2022, even as agents spent more time on post-call work, the average pick-up time decreased, indicating that they have less idle time between call. Call volumes rose by 3% indicating higher workloads while average talk time remains the same.
AVERAGE TALK TIMES
Average talk times—time spent on a contact center conversation—remains same as last year.
AVERAGE WRAP TIMES
In 2021, agents spent 8 seconds less, on average, on post-call work
AVERAGE PICK-UP TIMES
In 2022, on average, the duration for which the agent’s phone rings before they answer, has decreased.
AVERAGE TIME IN QUEUE, 2019
In 2019, callers spent an average of 79 seconds waiting for their call to be answered by a live agent
ABANDONMENT RATE
12% callers abandoned calls while waiting in queue
AVERAGE TIME IN QUEUE, 2020
In 2019, callers spent an average of 79 seconds waiting for their call to be answered by a live agent
ABANDONMENT RATE
12% callers abandoned calls while waiting in queue
Did customer experience change in your vertical industry? To learn more, download our complete report.
03
Voice remains a critical channel for support and consultative sales. Post-pandemic, call volumes continue to rise across most sectors despite the availability of several digital channels. Of the 11 verticals we studied, 7 showed an uptick in call volumes this year.Â
HEALTHCARE SERVICES & DIAGNOSTICS
Call volumes in this sector rose 58% from Q1 to Q4.
INSURANCE
Call volumes in this sector rose 35% from Q1 to Q4 and lasted 6 minutes, on average.
NBFC & FINANCIAL SERVICES
Call volumes in this sector rose 80% from Q1 to Q4.
During the pandemic, eCommerce and food delivery verticals saw an increase in talk times, but did some sectors witness a drop in talk times due to the pressure on agents to close calls faster?
04
AVERAGE QUEUE TIMES
In 2021, callers spent an average of 44.6
seconds in call queues.
CONNECTION RATES, 2021
In 2021, 46% of all outbound calls were
answered by a customer or prospect.
AVERAGE QUEUE TIMES
In 2022, callers spent an average of
56 seconds in call queues
CONNECTION RATES, 2022
In 2022, only 39% of all outbound calls were
answered by a customer or prospect.
Contact centers that can meet these growing customer expectations in an efficient, scalable manner will differ from others in four critical ways:
Contact centers need to be built upon technology platforms that can rapidly adapt to change.
Integrate your contact center solution with other business tools to automate workflows and unify the customer journey.
Contact centers need to offer customers multiple touchpoints and ensure consistent, personalized responses across channels.
Contact centers need to capture and tap the huge reserves of customer and conversation data to enable a bigger business impact.
Learn how your contact center
compares with your peers.
Omnichannel routing, AI capabilities, and Open APIs can change the game for your contact center, learn how Ozonetel’s contact center solution can meet your CX needs.
Responsive high-touch customer support, in spite of spiking call volumes, doesn’t have to be complicated. Ecommerce businesses set the benchmark for the customer service levels through integrated, responsive call centers. Learn how an eCommerce startup connects 95% of its calls to a live agent in under 10 seconds, even as it scaled its operations from 5 to 500 agents.
Omnichannel routing, AI capabilities, and Open APIs can change the game for your call center. Ozonetel gives you the personalized support, flexibility & features that growing businesses & enterprises need to make the changes without changing too much! See it in action!